The decisions made about the complaints are notified to the complainant as soon as possible in accordance with the confidentiality rules by the Secretary General. Necessary steps are taken to implement the suggestions that are appropriate. To resolve the complaint all efficient measures are applied.
Extraordinary assessments may be performed depending on complaints, occurrence of significant changes or results of any risk evaluation. Natural or legal persons may complain verbally or in writing about any kind of subject related to NAC's performance of its accreditation activities, procedures, policies, temporary or permanent personnel, the activities of an organization accredited by NAC, or events of NAC. Initially, the complaints about the accredited body should be addressed to the body itself directly; and failing to obtain no result, the complaint is evaluated by NAC.NAC has a documented procedure in place for handling complaints and available for public access. Upon receipt of a complaint, NAC examines whether the complaint relates to accreditation activities and make a record of it. NAC is responsible for gathering and verifying all necessary information to validate the complaint. The process for handling complaints is as follows:
• Receiving, confirming the validity of and registering the complaint,
• Acknowledging the receipt of the complaint to the complainant,
• Designating the personnel responsible for investigating and resolving the complaint,
• Tracking and recording the actions to resolve the complaint,
• Providing official information on progress reports about handling process and outcome of the complaint to the complainant.
NAC is responsible for all decisions at all levels of the handling process for complaints. The decision to be communicated to the complainant is made by individual(s) not involved in the activities in question. Decisions on the complaint will not result in discriminatory actions against the complainant.